Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline

Ghassan Antar

Beirut

Summary

Experienced Customer Success Manager with 5+ years in account management, focused on customer satisfaction and engagement. Skilled in building relationships and communicating with diverse teams in fast-paced settings. Dedicated to using customer feedback to improve products and meet customer needs.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Success Manager

SHELVZ
10.2024 - Current
  • Customer Onboarding: Guide new customers through product/service setup and help them understand key features.
  • Account Management: Maintain ongoing relationships, addressing customer queries and offering solutions.
  • Customer Support: Act as the liaison between the customer and internal teams, resolving technical or service-related issues.
  • Customer Training: Provide tutorials, training, and resources to maximize product or service usage.
  • Feedback Gathering: Collect and analyze customer feedback to help improve products/services.
  • Upselling & Cross-selling: Identify opportunities to offer additional products or services based on customer needs.
  • Data Tracking: Monitor customer satisfaction metrics and generate reports to track performance and identify areas for improvement.
  • Proactive Communication: Reach out to customers regularly to ensure they are satisfied and to prevent potential churn.

Application Support

Aspire Software
01.2024 - 10.2024
  • Documented customer support processes and procedures for internal and external use.
  • Provided training and technical support to customers on product usage.
  • Configured and deployed servers to support a new cloud-based application, enhancing scalability and performance.
  • Resolved escalated customer issues within SLA timelines.

Senior Customer Care Specialist

EXFO
09.2020 - 09.2023
  • Led complex troubleshooting and resolved technical issues for Tier-1 Telecom Operators.
  • Provided on-call support for global field partners and telecom clients.
  • Diagnosed system performance issues at hardware, software, and database levels.
  • Maintained SLA adherence and ensured customer satisfaction.
  • Developed automation scripts to streamline system restoration and troubleshooting.
  • Acted as the main contact for customer maintenance, support, and care activities.

Solutions Technical Support

Monty Mobile
09.2019 - 09.2020
  • Managed first-line customer support under the Zendesk Ticketing System, ensuring SLA compliance.
  • Deployed and maintained cloud-hosted servers on Red Hat Linux and Windows OS.
  • Provided troubleshooting and issue resolution for hosted platforms.

Network Operation Engineer

Monty Mobile
05.2019 - 09.2019
  • Monitored and managed network connections with clients and suppliers.
  • Controlled input/output traffic and provided direct support for clients.
  • Troubleshot telecommunication cases and extracted trace files for connection issues.

Education

Computer and Communication Engineering - Telecommunication

Rafik Hariri University, Beirut, Lebanon
01.2019
  • Graduated with a cumulative GPA of 3.4 with specialization in Telecommunication


Skills

  • Google Cloud
  • VMware
  • Kubernetes
  • Linux & Windows Administration
  • Server Deployment & Configuration
  • Expertise in 2G, 3G, & 4G Telecom Networks
  • Expert in resolving customer escalations
  • MSSQL Database
  • Ticketing Systems
  • SLA compliance monitoring
  • Training & Onboarding
  • Customer Management

Certification

  • CCNA Routing and Switching
  • Introduction to Python and Ruby
  • Introduction to Microsoft Azure
  • The Complete Python & PostgreSQL Developer Course
  • Fundamentals of Kubernetes
  • Introduction to Telecom Investigation

Languages

English
Bilingual or Proficient (C2)
Arabic
Bilingual or Proficient (C2)

Timeline

Customer Success Manager - SHELVZ
10.2024 - Current
Application Support - Aspire Software
01.2024 - 10.2024
Senior Customer Care Specialist - EXFO
09.2020 - 09.2023
Solutions Technical Support - Monty Mobile
09.2019 - 09.2020
Network Operation Engineer - Monty Mobile
05.2019 - 09.2019
Rafik Hariri University - Computer and Communication Engineering, Telecommunication

Similar Profiles

CREATE PROFILE
Ghassan Antar